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A survey that asks a lot of questions but results in no action isn't a successful survey. With that in mind, Verint Systems trimmed their customer feedback survey by over 80%, reducing it to just two questions. Updating the survey resulted in an increase in both survey completion and response rate, and the comments have provided rich, actionable intelligence that's being used to inform processes for internal and external follow-up. Customers commended us on the change, and some even indicated that they'd be following suit with their own transactional surveys.

In this session, attendees will learn about survey challenges, the process for creating a new survey, and the positive outcomes that can come from making a change. Walk away with a better understanding of several key principles:

CSAT surveys should be reviewed and refreshed on a regular basis

If you don't measure or take action on the results, don't ask the question

Simplifying your survey will improve your response rate

Customers want to be heard, so make it easy for them (without wasting their time)